Abstract
Tourism businesses use chat services to provide immediate customer support and to help users navigate within a website, but there are more outcomes of this interaction that should be examined. The current study aimed to discover if the online travel chat service quality and information value of the online travel chat service lead to user satisfaction with the service and visit intention to a recommended destination by Korea Tourism Organization's 1330 Live Chat. The results indicate that information value (functional and innovation) and online travel chat service quality (reliability, assurance, and security) lead to satisfaction with the live chat service and visit intention to a recommended destination. The results can benefit practitioners who want to expand and improve their customer service interaction and recommendations, and to scholars who study the relationship between customer services in tourism recommendation and sales context.
| Original language | English |
|---|---|
| Pages (from-to) | 35-43 |
| Number of pages | 9 |
| Journal | Journal of Smart Tourism |
| Volume | 2 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - Dec 2022 |
Bibliographical note
Publisher Copyright:© 2022 SAGE Publications
Keywords
- online travel chat information value
- Online travel chat service quality
- travel recommendation
- visit intention
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